Job Opportunity:
We are seeking an experienced professional to fill a vital role as a Customer Experience Specialist. The ideal candidate will possess exceptional technical support skills and have a passion for delivering top-notch customer experiences.
The successful individual will be responsible for developing a comprehensive understanding of customer interactions, identifying recurring issues, and collaborating with our Product and Development teams to address their root causes.
* Technical Expertise: Developing a deep understanding of the product suite and how it is used by customers, working closely with support engineers, product managers, software engineers, and mentors.
* Customer-Centric Mindset: A holistic understanding of customer experience, including what drives and impacts customers at each stage of their onboarding journey.
* Problem-Solving Skills: Supporting the team as they investigate, debug, reproduce, and fix any technical issues customers face when using our services.
* Product Enhancement: Collaborating with Product Managers in defining the product roadmap by surfacing customer feedback and learnings from past requests.
* Automation Tools: Leveraging scripts and custom tools to streamline support tasks and make them more efficient.
Requirements:
* A minimum of 2 years of experience as a Technical Support Engineer in a Customer Service or software support role.
* Excellent empathy and desire to help others.
* Pragmatic problem-solving and critical thinking skills.
* Diligence, patience, and friendliness under pressure.
* Strong time management and multitasking abilities.
* Familiarity with system log analysis and strong analytical skills.
* Experience writing documentation for Knowledge Bases and Help Centers.
* Ability to collaborate effectively with other team members to deliver maximum value in addressing customer inquiries.
* A sense of urgency and ability to prioritize tasks based on business priorities.
* Fluent spoken and written English.
* Practical experience with at least one programming language: ideally Ruby, Python, or JavaScript.
* Good knowledge of SQL databases.
* Understanding of APIs, SDKs, and web applications and how they function.
* Able to lawfully work within the country of employment and possess unrestricted work authorization for that country.